Communications Recording Solutions and WFO June 2012Page 1 Nashua Communications 2011. All rights reserved.
ASC Company Overview Headquarters: Hoesbach, Germany Nine branch offices: France, Germany, Japan, Singapore, Switzerland, UA Emirates, UK, USA Founded: 01st July 1964 Employees: More than 300 R&D spending: 18 - 20 % of annual revenue International sales: More than 50 % International support: Sales and technical support following the sun International mindset: More than 20 different nationalities working together in ASC Group 2010 --- ASC Invests More than 20 Million Euros in Research and Development Nashua Communications 2011. All rights reserved.
Recording SolutionsPage 3 Nashua Communications 2011. All rights reserved.
MARATHON EVOLUTION suite Perfectly suited for Hybrid environments Scalable Communications Recording Solutions: MARATHON EVOLUTION XXL as stand-alone (24 - 720 channels) or network solution with unlimited recording channels (Currently supports up to 1560 channels in one platform) MARATHON EVOLUTION as stand-alone (4 - 420 channels) or network solution MARATHON EVOlite as stand-alone (4 - 64 channels) or network solution World‘s first Recording Solution with Linux operating systemPage 4 Nashua Communications 2011. All rights reserved.
MARATHON EVOLUTION suite Scalable Communications Recording Solutions: MARATHON EVOip Entirely Software only Solution: (4 – 300 Concurrent channels) Supports both Windows and Linux O/S Advanced integrations for both ACTIVE and PASSIVE side recording World‘s first Recording Solution with Linux operating systemPage 5 Nashua Communications 2011. All rights reserved.
Workforce OptimizationPage 6 Nashua Communications 2011. All rights reserved.
INSPIRATIONpro WFO Template Record Planner Generator Module Session Module Easy Workflow Evaluation- Module Report ModulePage 7 Nashua Communications 2011. All rights reserved.
ASC´s strong focus on BPO ASCs Business Process Optimization (BPO) solutions support the collecting and storing of communication-centric and structured data across different media within an enterprise. Furthermore, this information can be enriched with additional data, analyzed and visualized. ASC provides standardized interfaces to Workforce Management, Customer Relationship Management- and Billing systems. ASCs Business Process Optimization solutions seamlessly fit into almost any heterogeneous ICT infrastructure. Nashua Communications 2011. All rights reserved.
ASC´s strong focus on BPO Work Force Management Integration Speech Analytics Server Hardware AGENTassistance Keyword Emotion Mood Customer Transcription Module Feedback Module Spotting Detection Detection Client PC Speech Analytics Server Client PC Screen Capture Server Hardware Screen Capture Screen Capture Screen Capture Server Seat License Seat License INSPIRATIONpro Server Hardware INSPIRATIONpro Server – License INSPIRATIONpro INSPIRATIONpro Seat Lizenz inkl. INSPIRATIONpro Training Seat3 Agenten- 3 Lizenz inkl. Agenten Evaluation Session Record Report Seat License incl. Agenten-Lizenzen Module Module Module Planner Module 3 Lizenzen Agents Module Mircosoft Windows Server 2003/2008 Mircosoft SQL-Server 2005/2008 ASC Communications Recorder MARATHON EVOLUTION / EVOipPage 9 Nashua Communications 2011. All rights reserved.
Increase Profit through BPO Input: Invest in BPO Increase Productivity, Efficiency, Transparancy, Qual ity Increase Reduce Customer & Employee Time to React, Running Satisfaction Time, Overhead Lower Employee Reduced Fluctuation, Increased Cost Customer Loyality Result: Increased Profit, ROIPage 10 Nashua Communications 2011. All rights reserved.
Why Business Process Optimization?2009: In a major survey of contact centers“80% of businesses believe they deliver a superior customer experience…. ...8% of their customers agree.” - Bain & CompanyPage 11 Nashua Communications 2011. All rights reserved.
Major Customers of ASC Nashua Communications 2011. All rights reserved.
ASC’s Strategic & Technology Partners Strategic partnerships with industry leaders for providing enhanced, integrated solutions to our customers Global Network of technology and system integrators Nashua Communications 2011. All rights reserved.
Value PropositionPage 15 Nashua Communications 2011. All rights reserved.
Trouble-Free OperationFault prevention on product and organizational level Validated hardware components Intensively tested software and proven quality control Sophisticated hard- and software design System backup Proactive customer support ASC’s recording solutions are designed in terms of robustness and reliability, leveraging low operating costs.Page 16 Nashua Communications 2011. All rights reserved.
Trouble-Free OperationMalfunction management Central Service Management for network-wide system monitoring Alarm messages and full audit trail to retrieve system history in case of a malfunction System restore functionality for minimum downtime Fast resolution of issues with service packs and hotfixes In case of a system issue ASC provides a sophisticated malfunction management, fostering fast and efficient system monitoring leading to low operating costs.Page 17 Nashua Communications 2011. All rights reserved.
All in One SolutionSingle server approach ASC’s business process optimization solutions only require only one single server including all relevant software components VoIP & TDM recording, screen recording, CTIntegration, Quality Monitoring, etc. can be installed on one single server Facilitates Green IT through reduced energy consumption ASC’s single server approach fosters cost effectiveness through savings on server hardware, energy and required space as well as easy maintenance resulting in low operating costs.Page 18 Nashua Communications 2011. All rights reserved.
Investment ProtectionASC recording systems can be adjusted tovarious future requirements for protecting theinvestments High scalability of channels per recording system Easy update / upgrade of soft- and hardware Hybrid recording when migrating from TDM to VoIP Extending functionality from small features up to integrating screen recording or even Quality Management solutions without replacement of existing systems Possibility of changing telephone infrastructure by supporting various specific PBX vendors Low operating costs due to various possibilities of additionally integrating new functionality while utilizing the existing basic system.Page 19 Nashua Communications 2011. All rights reserved.
Hybrid RecordingTDM and VoIP recording in one server system Investment protection: migrating customer infrastructure from TDM to VoIP with the same recording system High flexibility in combined telephony environments Small footprint with one single server for hybrid recording Upgrades from pure TDM to hybrid recording without downtime, just a matter of software licenses Low costs for acquisition and operation by utilizing one single server for recording that fits any customer telephony environment.Page 20 Nashua Communications 2011. All rights reserved.
Sophisticated Storage ManagementData compression Various different compression rates between 4,8 and 64 kBit/s Compression of VoIP and TDM recordings with minimized file size and maximized audio quality No negative impact on the system performance due to well-engineered software coding Decreased operating costs by reducing storage requirements with compression based on customer needs.Page 21 Nashua Communications 2011. All rights reserved.
Easy – Intuitive – EfficientEasy to install Single Server Approach Web-based configuration with easy access from any network connected PC Browser-based search & replay applications without the need for installation on the agent PC Comprehensive multi-lingual documentation Configuration wizards with predefined configuration settings for various integrationsIntuitive to use Multi-language agent applications Context sensitive online help Straight-forward design of user interfaces with intuitive handling Quick retrieval of recordings due to call taggingPage 22 Nashua Communications 2011. All rights reserved.
Fair Licensing ModelDynamic licensing Licenses can be shared across many recordersConcurrent licensing model A license is required per recorded call, independent of the number of phones to be recorded in the networkReduced prices for failover systems For systems which are only used as standby-systems, reduced prices applyModular approach Customers only need to buy the licenses required Various sophisticated licensing models enable custom- tailored recording systems with a fair pricing and significantly reduced acquisition costs.Page 23 Nashua Communications 2011. All rights reserved.
System SecurityEncryption of voice files Recorded audio data is stored in an ASC-proprietary format and can only be replayed with ASC applications AES 256 bit encryption as standard, extended customer specific key management as optionSecure system access ASC web clients use HTTPS ASC applications connect via SSL File transfer works with SFTP Well-engineered system and data security help protecting sensitive enterprise data facilitating enhancing risk management.Page 24 Nashua Communications 2011. All rights reserved.
Legal DocumentationVoice recording for legal purposes is an effective way toincrease security in case of unjustified allegations Fast and easy retrieval of relevant calls by using specific search criteria Tamper proof recording and replay of conversations Short- and long-term storage of important data Export as wave file for replay without recording system Enhanced risk management by clarifying a situation before getting involved in legal disputes.Page 25 Nashua Communications 2011. All rights reserved.
User & Rights ManagementAdvanced User Management LDAP integration Users, agents and roles Separation of system administration and data access Centralized administration of usersSophisticated Rights Management Two person integrity Free adjustable password rules and forbidden passwords Individual assignment of user rights Low operating costs through intuitive, fast and secure user & rights management.Page 26 Nashua Communications 2011. All rights reserved.
Archiving SolutionsASC offers a variety of archiving solutions tomeet any customer requirement Archiving on various different offline storage devices and network storage solutions Multiple modes for parallel, cascading or rules based archiving Data compression for efficient disk space utilization Centralized archiving and retrieval of calls in multi-recorder environments Various archiving solutions and flexible adjust- ment to new requirements make storage of conver-sation very easy and significantly reduce operating costs.Page 27 Nashua Communications 2011. All rights reserved.
Customer-Specific SolutionsASC as solution provider offers a wide range oftools for integrating various specific customerrequirements Extract additional data from special customer applications for call tagging Develop special tools to manually control recording Integrate replay applications into customer front-ends Change existing or even create new CTI applications to adjust them for specific requirements Open interfaces enable easy integration of customer- specific requirements into the ASC product family, thus protecting investments and reducing operating costs.Page 28 Nashua Communications 2011. All rights reserved.